Method and system for providing personalized service over different contact channels

• US 20050135596A1
• Filed: 02/03/2005
• Published: 06/23/2005
• Est. Priority Date: 12/26/2000
• Status: Abandoned Application

• Current Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Original Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Inventors: Zhao, Yan
• Application Number:
  US11/051,213
• Publication Number:
  US 20050135596A1
• Time in Patent Office: Days
• US Class Current: 379/265.10
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: Y10S 707/99933 Query processing, i.e. searching

Abstract

A system comprising an analysis engine that interacts with a user profile server and a content management system. The user profile server is used to collect and manage data. The content management system manages a plurality of content types for a plurality of service points in real-time. A service point supports a content type.

Claims

1. A method including:

receiving personal attributes for a first user and content to perform an analysis to generate a recommendation for the first user, the recommendation to include a plurality of content types, a first content type being personalized for the first user and being generated for a contact channel utilized to communicate with the first user and a second content type being personalized for a second user;

retrieving the first content type for the first user and for the contact channel utilized to communicate with the first user; and

retrieving the second content type for the second user.

2. The method of claim 1, wherein the first user includes a customer and the second user includes an agent.

3. The method of claim 2, further including receiving request data from the customer, the request data utilized in the analysis to generate the recommendation.

4. The method of claim 3, further including selecting the agent based on the request data.

5. The method of claim 1, wherein the contact channel includes any one of a group of contact channels including an e-mail contact channel, a telephone contact channel, a multi-media contact channel, an interactive voice response system contact channel, a postal contact channel, and a web site contact channel.

6. The method of claim 1, wherein the contact channel is selected by the first user.

7. The method of claim 6, wherein the contact channel is selected by an outbound campaign manager.

8. The method of claim 1, wherein the retrieving the first content type is performed by at least one of an outbound campaign manager and a routing manager.

9. The method of claim 1, wherein the personal attributes include static profile attributes and dynamically generated attributes.

10. A system including:

an analysis engine to receive personal attributes for a first user and content to perform an analysis to generate a recommendation for the first user, the recommendation to include a plurality of content types, a first content type personalized for the first user and generated for a contact channel that is utilized to communicate with the first user and a second content type personalized for a second user;

a first service point to retrieve the first content type for the first user and for the contact channel utilized to communicate with the first user; and

a second service point to retrieve the second content type for the second user.

11. The system of claim 10, wherein the first user includes a customer and the second user includes an agent.

12. The system of claim 11, wherein the analysis engine receives request data from the customer to generate the recommendation.

13. The system of claim 12, further including a routing manager to select the agent based on the request data.

14. The system of claim 10, wherein the contact channel includes any one of a group of contact channels including an e-mail contact channel, a telephone contact channel, a multi-media contact channel, an interactive voice response system contact channel, a postal contact channel, and a web site contact channel.

15. The system of claim 10, wherein the first user selects the contact channel.

16. The system of claim 10, further including an outbound campaign manager that selects the contact channel.

17. The system of claim 10, wherein the second service point includes an agent desktop server.

18. The system of claim 10, wherein the personal attributes include static profile attributes and dynamically generated attributes.

19. A system including:

a first means for receiving personal attributes for a first user and content to perform an analysis to generate a recommendation for the first user, the recommendation to include a plurality of content types, a first content type personalized for the first user and generated for a contact channel that is utilized to communicate with the first user and a second content type personalized for a second user;

a second means for retrieving the first content type for the first user and for the contact channel utilized to communicate with the first user; and

a second means for retrieving the second content type for the second user.

20. A machine readable storage media containing executable program instructions which when executed cause a digital processing system to:

receive personal attributes for a first user and content to perform an analysis to generate a recommendation for the first user, the recommendation to include a plurality of content types, a first content type being personalized for the first user and being generated for a contact channel utilized to communicate with the first user and a second content type being personalized for a second user;

retrieve the first content type for the first user and for the contact channel utilized to communicate with the first user; and

retrieve the second content type for the second user.